Charge for your work with service items

Use Service Items to charge for different types of work, such as hourly services or one-time projects.

MSP Manager links Service Items to your ticketing system, so time entries and billing rates are associated automatically. You can then export invoices to your accounting software.

Create Service Items for individual customers, or create Service Plans that you can apply to multiple customers or use when onboarding new customers.

Add a Service Item to a customer

  1. In the left navigation, select Customers to open the customer list.

  2. Select a customer.
  3. In the customer menu, select Service Items and then select Add (plus sign).
  4. Choose an existing service plan, or select a Service Type to create a new service item.
  5. Enter the Service, Billing, Rates, SLA policy and Invoicing details.
  6. Under Service Info, set the Start Date and choose an expiration option:
  7. For Flat Fee Service Items, under Billing, select Use Asset Count to automatically pull the device quantity from N-central. Configure your N-central integration before using this option.

    Billing section with billing period, unit price, quantitiy fields showing. Use acess count select.

  8. Under Invoicing, select Create detailed invoices to include line items with time entry details from each ticket on customer invoices. You can run a billed ticket report if your customers with retainer service items want more information about the tickets on their invoices.

    Invoicing section with item description, invoice options, invoice priority, and Mapped item fields shown.

  9. Select save .

Specify a default Service Item

You must set up a Default Service Item for each customer for ticket routing to automatically create tickets.

  1. In the left navigation, select Customers to open the customer list.

  2. Choose a customer.
  3. In the customer menu, select Service Items and then select the pencil icon Edit for the service item you want to set as default.
  4. In the Service Info section, select Default Service Item.
  5. Select save .

Set when a service item expires

Change a service item's expiration at any time. For example, when a customer moves from a fixed term to an ongoing agreement.

  1. In the left navigation, select Customers to open the customer list.

  2. Select a customer.
  3. In the customer menu, select Service Items and then select the pencil icon Edit for the service item you want to change.
  4. In the Service Info section, confirm the Start Date.
  5. Under End date, select one of the following:
    • End date: Select the calendar date on which the service item expires.
    • Never expires: MSP Manager extends the service item by a further 12 months, 90 days before its current end date, and repeats this so the service item stays active.
  6. Select save.

The service item's expiration is updated.

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